Society of Workforce Planning Professionals
Become a Member: JOIN NOW
It's 9 a.m. on Monday morning.
Twenty staff members have called in sick.
There are hundreds of e-mails that need attention.
And calls are coming in as the result of last week's
promotional campaign. You feel like no one else has
to deal with anything like this . . . or do they?
You're not alone! People all over
the world are dealing with the
same issues. But how do you
connect with them?
Become a Certified Workforce
Planning Professional (CWPP)!
There are hundreds of e-mails that need
attention. And calls are coming in as the
result of last week's promotional campaign.
You feel like no one else has to deal with
anything like this . . . or do they?
SWPP Annual Conference
Plan to attend the only conference dedicated
specifically to contact center workforce
management held each year in Nashville, TN.
Professional of the Year
SWPP is pleased to sponsor the Workforce
Management Professional of the Year award,
which recognizes a workforce management
professional who has shown outstanding
leadership in the industry.
Thank you SWPP Conference
At our SWPP Annual Conference, we
sponsor a service project to put together
fleece blankets - donated to the TN
Department of Children’s Services for
children displaced from their homes. A
blanket may be the only thing that these
children have to comfort them in a time
of upheaval. Thank You!
The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.
In many centers, skill-based routing is implemented and It is all too common to see nearly as many call types as there are agents. Calls are being sorted down into unique types that match specific customer needs, language, product, customer demographics, or even agent training.
It is fine to identify different customers and customer …